Allison Pickens is VP of Customer Success & Business Operations at Gainsight In a previous post, I shared how we manage risk at Gainsight, using Scorecards and Calls to Action (CTAs) for each of 8 risk areas. Even after we implemented this risk framework on our team, CSMs wondered, “Who do I ask for help
As part of an ongoing discussion about the evolving role of Customer Success Operations, we have the second installment from our very own Senior CS Ops Manager, Barr Moses. Below, she takes us through the second half of her week at Gainsight. For part 1, please click here. Wednesday: Hi everyone! Last time we checked
As part of an ongoing discussion about the evolving role of Customer Success Operations, we have a special guest blog post from our very own Senior CS Ops Manager, Barr Moses. Below, she takes us through a week in her life here at Gainsight. Hi everyone! Barr here, following a week in my life as
Allison Pickens is VP of Customer Success & Business Operations at Gainsight “My CSMs are overworked.” “They spend a ton of time on repetitive activities, but we’re not sure how to automate those.” “We want to email segments of our customers, but we can’t get access to the email automation system because Marketing manages it.”
PulseCheck 2015 was absolutely amazing, with nearly 2000 people from around the world tuned-in – on average for nearly 4 hours(!) – to learn from experts in customer success who covered topics both executives and customer success leaders and practitioners need to know. And just in case you missed it or would like to go
The power of a customer’s own words to describe and share their experience with your company can not be undervalued. Today, Gainsight and Boulder Logic announce an integration of Boulder Logic’s leading customer reference management solution with Gainsight’s Customer Success Platform. With Gainsight’s integration with Boulder Logic, you can now synthesize data gathered during a
The business of buying and selling information is booming. In this competitive and rapidly growing industry, how can companies set themselves apart from the competition, while also contributing to their long-term growth? The answer: Drive your customers’ success. How does your company classify itself — Are you in the Information Services industry? Market Research? Market Intelligence?
Allison Pickens is VP of Customer Success & Business Operations at Gainsight. Last week, I wrote about how Customer Success can play a critical role in enabling cross-functional collaboration. This week, I’ll explore in detail one of those cross-functional processes: Onboarding Management. At Gainsight, our Onboarding team (which we call Services) is distinct from our
On August 4th, we’re hosting the Pulse Online Career Fair. It’s is a great opportunity for you to chat one-on-one with representatives from 20+ companies with open positions in Customer Success. This event is virtual, so all you need is a computer, smartphone or tablet and an internet connection. On the day of the event,
Allison Pickens is VP of Customer Success & Business Operations at Gainsight At the Chief Customer Officer Summit that we hosted several months ago, one of the group exercises was to imagine an ideal model for customer success, ignoring all practical constraints (and, of course, demonstrating the model through some kind of theatrical performance, in